My assumption is that you are running mid-tier and RKM on the same Tomcat instance. I have had much better luck running them on their own instances of Tomcat - mid-tier installs 5.5.17 and RKM installs 5.5.20 when you tell them to install their own bundled copy. The primary reason I did this was to prevent RKM / Hummingbird errors from restarting the Tomcat instance that mid-tier depended upon, triggering a new prefetch. Then you would be able to set a redirect for the mid-tier Tomcat and it would not affect the RKM Tomcat. For the pre-production lash up I went even farther, moving RKM to its own box with AIE; there is still a second Tomcat instance on the mid-tier box, but that is for the Kinetic Request web.
Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://itsm.unt.edu/ _____ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Watson, Benjamin A. Sent: Monday, October 22, 2007 2:18 PM To: arslist@ARSLIST.ORG Subject: Help with redirection which does not break RKM ** Listers, I've identified that performing a redirection in Tomcat breaks a specific Remedy Knowledge Management function. We have a requirement to allow an end user to enter the following: https://<servername> as a URL and be redirected to https://<servername>/arsys/home. This is more or less a convenience requirement. I've done this under IIS before with no issues. We've since moved to MidTier 7.1 under Tomcat standalone and I've performed the above by modifying index.html under Tomcat\webapps\ROOT as follows: <html> <head> <meta http-equiv="refresh" content="0;URL=https://<servername>arsys/home"> </head> <body> </body> </html> This too has the desired result as the end user can simply enter https://<servername> and get to the Remedy login page without issue. The issue by doing this is that it breaks RKM's ability to embed images or attach files to documents. I used the Fiddler application to trace what was going on after setting Tomcat back to regular non-SSL HTTP and saw HTTP 302 errors being thrown when attempting to perform the attachment or image insertion functions. HTTP 302 means that the server is redirecting the user somewhere else to get the content. From an end user's perspective, all is well until they attempt to attach a file or insert an image. Upon performing either of these functions, they simply don't work. When attempting to attach a file, "nothing happens". When attempting to insert an image, a "red X" is displayed. This is something you might encounter on a site with a broken URL to an image. After getting nowhere with BMC support on this, some Google'ing revealed the following: "If myapp is a directory (not a web application), Tomcat will send a 302 Error to redirect your browser to http://localhost:8080/myapp/index.jsp. This is completely invisible to the user, so everything looks fine. The problem really occurs if your JSP handles username/password authentication i.e. http://username:[EMAIL PROTECTED]:8080/myapp What happens is that Tomcat will send a 302 to redirect the browser to http://localhost:8080/myapp/index.jsp ... which the browser delightfully does, but upon redirection, the browser doesn't associate the "username:password" portion with the new URL (possibly due to security issues). So if your index.jsp is handling the authenticate protocol, the browser will pop up a diaglog prompting the user for username/password instead of just logging in as it should." So, when the user attempts to embed an image or add an attachment to an RKM article, their credentials are being stripped and you can see references to an AccessDenied servlet in the Tomcat logs. Therefore, the attempt to attach a file or insert an image silently fails. My question is this: Is there a method to perform the desired redirection that won't effect RKM in the manner described above? I've resorted to abandoning the redirection and, after clearing the cache and restarting Tomcat, the issue goes away. When reinstating the redirection method above, the issue returns. Any ideas? Ben __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
